We bring first-class service across each market we support. As a Customer Service Representative on-site in Boston, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
During a Typical Day, You’ll
Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, to include:Vehicle knowledge and availabilityLocal promotions for the brandAssist with the specifications of vehiclesAssist with customer/Dealer connectionEducate the customer on products and servicesAct as a resource for all product knowledge and service supportScheduling activities as required for special eventsActively listens to the customer while controlling the interaction to lead the customer in a professional and efficient mannerAct as a liaison between the customer, service support, and dealership by following up to ensure customer satisfactionResponsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needsResponsible for handling emails and chatsExhibit strong follow-up and organizational skills, in both verbal and written communicationResponsible for resolving customer issues using all available resources, including Dealers, i.e., Service Personnel, Subject Matter Experts, leadership, and Field Service Engineers.Return all email and voice mail messages promptly and follow up with customers and dealers as committedResponsible for documenting customer inquiries and concernsWhen necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plansParticipate in business-related marketing and sales projectsAbility to meet specified goals as set forth by managementProvide feedback to management for the continued and improved performance of the department to foster positive results and growthWork as a team player – assist other team members when in need of supportOther duties as assignedPractical application of time management is critical, as specialists will focus on handling cases from initial concern to resolutionSpecialists will be trained in processes that include an understanding of local lawsSpecialists will need to handle cases within the client’s established timelineSuccessful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, Part & Tech SMEs for case progressionCritically important to agent success and customer satisfaction is keeping our promise. Agents must follow up with customers with updates and timelines. Missing timelines to follow up leads to poor customer experience and diminished brand loyalty
What You Bring to the Role
High School Diploma required; associate or bachelor’s degree preferred2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales fieldExperience in a luxury field (hospitality or brand product) is a plusKnowledge of the automotive industry is a plusHigh level of trust and integrityStrong verbal and written communication skillsDetailed listening skillsStrong customer service, interpersonal, and relationship-building skillsTime management and ability to prioritize projects and customer needsConflict resolution skills – listen to the customerExercise good service and business judgment with the end goal of customer satisfactionExcellent English language, oral and written, with grammatical knowledge and etiquetteAbility to sway the opinion of others through verbal and/or written correspondenceAbility to blend personality with professional demeanor to provide the customer with a comfortable conversationUse of technology for product resourcing to resolve customer issuesTyping Skills (minimum 30wpm)Knowledgeable in MS Office, Email, Texting, and ChatAbility to work through multiple computer screensAbility to work calmly under pressureDisplays professionalism in demeanor, language, and appearance
What You Can Expect
Starting pay of $18.34/hr.Health/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development ProgramsEmployee Rewards Program
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